Frequently Asked Questions (FAQ)

What delivery options do you offer?

Postage + packaging is £4.00 – Royal Mail first class in the UK or worldwide. Courier service can be provided, pricing on request.

When do I pay?

Payment is taken when the design layout is approved by you. You can customise your design and complete your order; this will be received by the City Memorials design team who create each order individually. You will receive a final mockup via email, and when you are happy with your order payment will be taken and the product posted.

How can I cancel or change my order?

As long as the layout has not been approved and payment has been taken, you can cancel or change an order. However, if approval has been given and payment made, we will have started to complete your order. You may still cancel but any money paid may not be refundable, please contact us to discuss further.

Can I return an order?

Generally no, but in exceptional circumstances where we have made an error please contact us to discuss the matter. We want all our clients to be completely satisfied with the product they receive.

How do I order memorial cards?

Click the design you are looking and click on the text to edit it to suit accordingly. If you are having problems ordering memorial cards, watch our short video on how to on our home page.

Does it cost extra for my photo to be edited to improve the quality?

No, we provide free professional photo editing for every customer to give them the best look possible for their order.

Can you edit images to remove backgrounds and ‘red eyes’?

Yes, and it’s free of charge!

Do I need to provide good quality images?

Providing us with the original photograph or a good quality image will allow for your order to be the highest quality possible. If the quality of the picture is poor, our professional design team will try our best to ensure it looks as good as possible free of charge.

Are your prayer cards laminated?

Yes. Because the cards are made as a tribute to your loved one we laminate all our Memorial Prayer Cards, Memorial Bookmarks and Memento Cards. The laminate helps protect the cards and preserve the quality of the images.

Can I have a prayer card with no photo?

Yes, you can have the prayer card with or without a photo.

Will the photo on my headstone plaque fade over time?

We use an Italian ceramic process, the photographs become part of the porcelain and therefore will never fade or discolour even during extreme weather conditions.

How long will my memorial plaque last?